Tag «degree of emotional labor»

Define Emotional Labor, Role Conflict, Role Ambiguity

Define Emotional Labor, Role Conflict, Role Ambiguity

Emotional Labor Emotional labor concerns the management of emotions by service personnel so that customers will only see desirable expressions.  An example would be a front desk manager of a hotel retaining a calm and professional appearance even when being abused by an irate guest. Role Conflict Role conflict is where service employees must manage …